Shop Manager – Lawn Equipment Service Department

Position Summary

The Shop Manager is responsible for the daily operation and performance of the lawn equipment repair shop. This position leads the service technicians, manages repair workflow, monitors productivity and quality, and ensures customers receive accurate repairs within reasonable turnaround times. The Shop Manager understands small engines with the ability to serve as a lead mechanic as‑needed for day‑to‑day operations and peak need.

The Shop Manager works closely with the Parts Manager and Sales Manager but does not directly manage the parts or equipment sales departments. The ideal candidate is a hands‑on leader with strong mechanical knowledge, organizational ability, and experience managing technicians in a fast‑paced service environment.

• Manage the daily workflow of the repair shop from equipment check‑in through repair completion.
• Review incoming work orders and assign repairs based on technician skill, workload, parts availability, and customer commitments.
• Establish daily and weekly repair priorities.
• Monitor open work orders and address delays, stalled repairs, and workflow bottlenecks.
• Ensure customer‑approved work is completed accurately and within the estimated timeframe.
• Coordinate with service writers regarding repair status, estimates, approvals, delays, and completion dates.
• Keep the shop, equipment staging areas, and technician work spaces clean and organized.

• Supervise, schedule, coach, and support service technicians.
• Set clear expectations for productivity, repair quality, documentation, attendance, and workplace conduct.
• Match repair assignments to technician experience and ability.
• Monitor billed hours, available hours, efficiency, productivity, and work quality.
• Conduct regular check‑ins and performance discussions with technicians.
• Identify training needs and help technicians improve their diagnostic and repair skills.
• Assist with hiring, onboarding, and evaluating technicians.
• Promote teamwork, accountability, urgency, and professional behavior.

• Provide diagnostic guidance and technical support when technicians encounter difficult repairs.
• Review repair findings and recommended work before estimates are presented when appropriate.
• Verify that technicians document diagnoses, labor performed, parts used, and additional concerns accurately.
• Inspect or test completed repairs before equipment is released.
• Confirm that safety‑related items are identified and communicated.
• Track comeback repairs, determine their cause, and take corrective action.
• Ensure manufacturer service procedures, specifications, and warranty requirements are followed.
• Perform repairs or assist technicians when needed to maintain workflow.

• Maintain visibility into the status of every active repair order.
• Balance scheduled work, walk‑in repairs, warranty work, commercial accounts, and seasonal demand.
• Establish realistic completion targets based on shop capacity and parts availability.
• Communicate status changes promptly to service writers and other affected employees.
• Develop processes that reduce equipment wait time and prevent repair orders from being overlooked.
• Prepare the shop for peak‑season demand through staffing, scheduling, and workload planning.

• Work with the Parts Manager to identify parts needed for open repair orders and resolve parts‑related delays.
• Communicate recurring parts needs without assuming responsibility for the parts department or its inventory.
• Work with the Sales Manager on new‑equipment setup, pre‑delivery inspections, trade‑in evaluations, and technical questions.
• Provide repair‑versus‑replacement recommendations…